Each year we receive more than 10,000 pieces of patient feedback, both good and bad, and we use that information to make the experience and care better for the 730,000 patients who come through our doors every year.
As Chief Executive I am always happy to meet with patients who have concerns about the care they have received.
Acknowledging when we get things wrong, and learning lessons to improve the care we offer all patients, is an important part of the relationship we have with our patients.
However, we also receive numerous letters of thanks and compliments about the care we offer. Below is just a small sample.
Joanne Powell from Netherton, who was a patient recently in our eye clinic, said the care she has received at Russells Hall Hospital over the years has always been “outstanding”.
“I can’t fault the treatment I’ve had at the hospital. The staff in the eye clinic have been absolutely wonderful. They do a fantastic job,” said Joanne.
Mr Bagley wrote to staff on the Georgina Ward thanking them for the professional, helpful and kind care they gave his wife during her treatment.
“We wish to express our profound gratitude for the dedication to duty that has delivered to us what is a priceless achievement of a saved life, we shall be forever in debt to the senior haematologist who, when our case had entered its deepest, darkest phase, delivered what appeared to all our family to be an impossible goal.” said Mr Bagley
A patient from Halesowen was very pleased with the care she received in our Maxillofacial Department.
“They were brilliant. I found them to be so kind, thoughtful and lovely. By the time I left I felt everyone was a friend of mine,” she said.
June Saunders, from Kingswinford, who came to Russells Hall Hospital for a hip replacement, wrote to Chief Executive Paula Clark about the “exceptional care” she received on ward B1.
“Everyone did as much as they could to make my stay there as comfortable as possible. Nothing was too much trouble for them. They always found time to chat and make sure I was comfortable.”
Jennie Grainger, a patient at Russells Hall Hospital in April, wrote to us to say the staff on ward A1 “were probably amongst the best nursing staff” she had ever encountered.
“Karan Matthews, ward manager, took time to personally introduce herself to all her patients and talk through any concerns that the patients may have. I also had brilliant nurses looking after my daily nursing needs,” she added. “All the nursing staff made me feel comfortable and at ease and I can assure you I wasn’t the easiest patient to look after!”
